Hybrid Workforce Management Analyst – Forecasting & Analytics

Sun Life; Portland (OR); Hybrid; USD 54,000 - 81,000; Full time

Benefits offered by this job

Vacation & sick leave

Family leave

Medical coverage

Life insurance

AD&D insurance

Disability programs

401(k) match

Stock purchase plan

Flexible work environment

Job summary

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day capacity planning and performance for internal FTE teams and BPO partners.

The role reports to the Senior Manager, Workforce Management and builds reports, analyzes trends, and translates data into actionable recommendations to sustain service levels and improve vendor performance. You will work with supervisors, managers, and the Training Department to deliver reliable service and a strong customer experience in a

Qualifications

• Bachelor's degree or equivalent experience required; 2+ years analyzing workforce data for staffing recommendations or 6+ years of equivalent experience.
• Experience using workforce management software, specifically NICE/IEX.
• Strong problem solving, communication, and organizational skills.

Responsibilities

• Forecastp and manage intraday staffing for multi-BPO and internal teams.
• Develop and maintain workforce models and reports for leadership.
• Translate data into actionable insights for leadership with minimal oversight.
• Monitor real-time adherence, occupancy, and forecast accuracy to support service levels.

Skills

Workforce data analysis

NICE/IEX

Cross-functional collaboration

Strong communication

Analytical thinking

Time management

Problem solving

Attention to detail

Initiative

Adaptability

Education

Bachelor's degree

Tools

NICE/IEX

Excel

PowerPoint

Job description

Sun Life U.S. is seeking a Workforce Management Analyst to support day-to-day capacity planning and performance for internal FTE teams and BPO partners.

The role reports to the Senior Manager, Workforce Management and builds reports, analyzes trends, and translates data into actionable recommendations to sustain service levels and improve vendor performance. You will work with supervisors, managers, and the Training Department to deliver reliable service and a strong customer experience in a